Social Software in Customer Relationship Management: A Study Exemplified in Instant Messaging Networking

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Author(s): Ammar Memari (University of Oldenburg, Germany), Jorge Marx Gómez (University of Oldenburg, Germany)and Waad Asaad (University of Oldenburg, Germany)
Copyright: 2013
Pages: 22
Source title: Supply Chain Management: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-2625-6.ch031

Keywords: Accounting and Finance / Business & Management / Business Science Reference / Supply Chain Management

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Abstract

In this chapter, we present PurpleBee, a tool on top of Instant Messaging networks that serves as a communication point between the company and their customers. The application manifests itself as a “buddy” on the list of buddies the customer has on his IM service and allows him to interact in different ways with the company through sending and receiving Software Agents.

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Social Software in Customer Relationship Management: A Study Exemplified in Instant Messaging Networking

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